Call Center Specialist

Call Center Representative

The Call Center Representative is responsible for providing phone and online support to patients and referral sources seeking care through the Florida Advanced Spine & Orthopedic Medical group.

Representatives are expected to interact with patients, providers, referral sources and/or vendors in a courteous, respectful, and empathetic manner, ensuring that all interactions comply with applicable regulations including but not limited to HIPAA, PHI, etc.

Primary Job Responsibilities:

• Answer incoming calls promptly and professionally, and provide callers with information regarding their appointments, including preparation instructions and appointment cancellations.
• Interview patients/families/referral sources to obtain demographic, financial, and medical information, and use this information to schedule or pre-register them for appointments.
• Prioritize appointments based on guidelines and training, and work with departments to ensure that patients receive the appropriate level of care.
• Handle incoming patient/family complaint calls and collaborate with offices as needed to provide service recovery.
• Verify third-party payer information via the web or telephone, checking if benefits are active or inactive.
• Update the eMR scheduling system with patients' financial responsibility estimates based on their insurance benefits and contracts and provide information to patients/families as needed during the verification process.
• Update the referral system with appropriate details for Marketing monitoring and reporting to maintain accuracy regarding our patient population.
• Ensure that appointments are made with the most appropriate provider based upon patient and referral method and/or source preferences.
• Participate in the development and maintenance of scheduling policies and procedures.
• Maintain proper and accurate documentation of all activities.

Other Job Responsibilities: As needed by Call Center Supervisor

Education/Certification/Licenses:

High school diploma or equivalent is required.

College, vocational/technical training, or certification is preferred.

Experience:

1 year's previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred.

Knowledge of electronic health records software or equivalent preferred.

Experience with eClinical Works is a plus.

Knowledge, Skills, and Abilities:

The ideal candidate will have solid verbal and written communication skills, excellent data entry skills, and the ability to effectively handle multiple tasks in a fast-paced environment.

Bilingual in Spanish is preferred but not required.

Knowledge of medical terminology is preferred.